高级VIC服务助理/VIC服务助理

Purpose of Job岗位目标：
・To provide premium reception services for mall VIP members; assist in executing various CRM-related activities, including membership management and inventory management; receive and handle customer complaints; arrange valet parking and VIP parking services; work at the VIP lounge; assist in implementing marketing activities, such as Premium Member Salon Event, gift-with-purchase promotions and point redemption programs.
为商场的高端会员提供优质的接待服务；协助执行各项CRM相关活动，包括会员管理和库存管理；接待及处理客户投诉；贵宾泊车及代客泊车安排；工作地点在贵宾室；协助执行市场活动，如高端会员沙龙活动、消费赠礼、积分兑换等。
Major Responsibilities and Objectives:
岗位描述：
・Providing frontline customer hospitality services for mall’s high-end members, and assisting with CRM programme including members management and stocks handling; and also in charge of customers’ complaints and handling.
为商场的高端会员提供优质的接待服务，协助执行CRM相关活动，包括会员管理和库存处理；接待及处理客户投诉。
Major Tasks & Activities:
主要工作：
・Provide VIP service to high end members at the wellness station VIP lounge.
在贵宾室为高端会员提供VIP服务。
・CRM programme arrangement, checking problematic points and ill-managed tenants & handling points complaints.
CRM相关活动的执行，包括核查异常积分、管理品牌积分问题，处理积分投诉等。
・Customers complaints handling.
客户投诉处理。
・Assisting in marketing activities.
协助执行市场活动。
・Filling in reports.
完成会员相关报告。
Skills, Qualifications and Experience Requirements:
职位要求：
・Associate degree or higher; preference for Hospitality Management or Flight Attendant majors; 1+ years of high-end service experience preferred (e.g., five-star hotels, luxury clubs, VIP services in large shopping malls)
大专及以上学历；其他商业VIP服务经验、酒店管理、空中乘务专业优先；1年以上高端服务经验优先（如五星级酒店、高端会所、大型购物中心VIP服务）
・Strong service orientation, team management skills, adaptability under pressure, and sense of responsibility; capable of coaching staff, managing schedules, optimizing processes, and collaborating across departments.
强大的服务意识、团队管理能力、应变抗压能力、责任心；能进行员工指导、排班考勤、流程优化和跨部门协作。
・Pleasant appearance and professional demeanor; elegant posture, professional etiquette, and good hygiene habits.
经验形象气质佳；仪态优雅，具备专业的礼仪知识和良好的卫生习惯。
・Fluent Mandarin,basic English communication skills with clear articulation; adept at handling customer complaints and feedback.
普通话流利，基础英语表达能力，口齿清晰；善于处理客户投诉和反馈。
・Proficient in Microsoft Office; basic knowledge of beverages and service skills.
熟练使用Microsoft Office等办公软件；具备基础酒水知识和服务技能。
・Strong service awareness and customer orientation; adaptable, able to handle emergencies and customer complaints; detail-oriented, proactive, responsible, and a team player.
具有较强的服务意识和客户导向；灵活应变，能妥善处理突发事件和客户投诉；注重细节，积极主动，有责任心和团队协作精神。
Competencies Requirements:
能力要求：
・Customer Focus 以客户为中心
Strong relationship builder who focuses on the positive and is solution oriented.
能建立牢固的客户关系，态度积极正向，以解决客户需求为导向。
・Drives for Results 追求结果
Self-driven go-getter who is result-oriented and powers through tough situations.
有自我推动力、冲劲和进取心，以结果为导向，即使在艰难的情境下也能达成目标。
・Collaborates 协作
Strong partnership-building and collaboration skills; able to work with others to meet shared objectives.
能与其他人建立合作伙伴和协作关系，一起实现共同目标。
・Communicates Effectively 有效沟通
Excellent communicator who can clearly and effectively communicate with diverse groups of audiences.
拥有优秀的沟通技巧，能够清晰和有效地与不同受众沟通。
・Learning Agility 灵活学习
Active learner who finds learnings from experimentation and both successes and failures.
积极地在尝试中学习，把成功和失败都当作学习的机会。
・Being Resilient 韧性
Self-motivated to rebound and get back on track after setbacks and difficult situations.
能自主地从挫折和困难中恢复如常。
・Demonstrates Self-awareness 展示自知
Self-aware team player who can hone their personal strengths and weaknesses.
作为团队成员，能够清楚了解自身的优点和缺点，发挥优势，提升短板。